MONELLIS Sourdough Gourmet Pizza — Restaurant in Hastings

I'd like to start my review of my visit by saying the pizza at Monellis was sublime and you could tell it had the highest quality ingredients. A lot of love and care goes into it, especially the sourdough which was one of the best I've ever had. We had decided to visit Monellis before visiting due to the promise of quality ingredients and the positive reviews, even if it was on the pricier end of the spectrum.

Beyond this, our visit was soured by the odd policies and frosty reception from who I assume is the owner. Once seated and taking our order, we requested some tap water to which we were told if we just want tap water, they'd rather us just get a pizza to take away. It was a very hot day and we just wanted water. To end the awkwardness of this interaction I ordered a glass of wine. This is not the first impression you want of a restaurant.

As I say, we were aware of the quality of the ingredients and cooking and the owner was using this point to justify the tap water point. We had always planned to eat in - we didn't want a take away. I therefore take exception to essentially being told they don't want our custom as a sit in customer if we're just having some water.

Considering the cost of the pizzas we ordered was £60 + a service charge, I feel the argument being made by the owner could not justify this point.

As I say, this three star review is purely based on my experience - fantastic food, odd service and policies.

After leaving the restaurant, I noticed that any reviews which aren't five stars and glowing are met with, questionable, feedback from the owner. It appears the restaurant has a number of different policies - inside/outside seating, buggies etc. as well as ones I noticed on the menu about minimum food costs for purchasing a drink. Nothing on there about a minimum spend for tap water... The restaurant has a fantastic story about its authenticity and ingredients but appears to have more policies than the House of Commons.

Forgive me for eavesdropping too but in a discussion with another guest the owner was talking about the importance of reviews and his interest in consumer behaviour.

On the former, reviews are incredibly important, the positive, the 'constructive', and the negative. Most of the reviews that I've seen that received the snarky feedback I would put in the 'constructive' category - highlighting similar issues to what I experienced. For a business to be sustainable you have to be open to critique and should definitely not belittle those who provide feedback.

On the latter - I work in advertising so am too interested in it. One of the things that consumers are though is irrational and unpredictable. You cannot expect someone to notice a number of notices and notes when visiting. Visiting a restaurant is welcoming someone into your kitchen and your house, in this case a very impressive one. I get the feeling that owner has all of these policies as they want to control the experience visitors have. You can't expect patrons to notice terms and conditions which seem unjustified and then not to have their visit soured, as we did.

To conclude, I cannot fault Monellis on the food. The food is outstanding and if you visit you will receive fantastic, high quality Pugliese pizza. Nevertheless, I can't help but feel like our experience was tainted by the odd response to our tap water request. After subsequently realising that others have had similar experiences and that the owner is not receptive to critique it would not make me want to return.

I anticipate that the owner will respond to my review, given its comprehensive nature and I hope that they will be able to acknowledge the critique I have provided and not descend into belittling or being told we are wrong.

This restaurant deserves to do well given the quality of the food but to be sustainable you have to listen and acknowledge ALL feedback. The customer most definitely isn't always right but they can often provide insight on how to chase the perfection that owner...

Disappointed and Hurtful Experience – Not Tourist Friendly

We came to this restaurant as tourists with high expectations, hoping to enjoy a nice meal with my three young children. We visited twice in one day—first around 3 PM, and again at 6 PM—and both times we were treated in a way that felt dismissive and unwelcoming.

The first time, we were told there were no tables available except for a few outside (while it was raining), and that we would have to wait 30 minutes for a table and then another 45 minutes for food. We said we were willing to wait or come back he said no booking, but were made to feel like we weren’t really wanted there, so we left.

When we returned at 6 PM after finishing the East Hill, there was a table available and a kind young lady was preparing to seat us—but then the same man from earlier came out again. He told us the food would take an hour to an hour and a half. At that point, it became obvious he simply didn’t want to serve us. His attitude was rude, blunt, and completely lacking hospitality—not just once, but twice. I was there with my young children, who were hungry and tired, and we were treated as if we didn’t belong.

After leaving, a kind stranger—who had seen what happened—came to us, apologized on behalf of what he had witnessed, and even offered to help us find somewhere else to eat. That small gesture meant a lot, especially after how we had been made to feel by the restaurant staff.

What makes this worse is that I later saw the restaurant’s responses to other one-star reviews—and they were sarcastic, rude, and completely unprofessional. Rather than accepting feedback or taking responsibility, they choose to mock or dismiss criticism. That alone should tell you what kind of place this is.

We will not return, and I wouldn’t recommend this place to anyone—especially not families or tourists looking for a warm welcome and decent service.

🎁🔴Follow-Up to Owner’s Response:

Your reply only confirms exactly what we experienced: dismissiveness, defensiveness, and a complete lack of professionalism when it comes to handling honest feedback.

Let me say this one final time: the kind man who spoke to us did so outside, near the arcade and ice cream shop—unless your CCTV covers all of Hastings 😎—so this was well beyond the reach of your cameras. He was wearing a blue shirt, heard everything you said, and witnessed your tone. If you’re going to rely on surveillance, perhaps review the correct area next time.

At 3 PM, there was a free table indoors and several outside (despite the rain). At 6 PM, a staff member was about to seat us at a four-person table until you personally intervened, claiming a long wait. It became quite clear, both times, that you simply didn’t want to serve us.

And as for your claim that I’ve “twisted” the facts—I can assure you, I don’t have the time or energy to twist anything for your supposedly spotless and charming restaurant. After reading several other reviews, I only wish I’d seen them sooner. Had I known what to expect, I wouldn’t have made the mistake of visiting not once, but twice.

You regularly hide behind the phrase “small family business,” yet show none of the humility, courtesy, or grace that should come with it. Instead, your replies to criticism are consistently sarcastic, defensive, and borderline aggressive. You speak to reviewers as if your establishment is beyond fault—which, judging by the feedback, it clearly isn’t.

This conversation is over. I’ve no interest in engaging any further with this kind of mentality. Unless, of course, I return one day—not for the food, but to witness the flying witches you referenced in another response. That might offer better hospitality, at least.

Note: I’ll report your replay on TripAdvisor too as I can’t edit like here, since I know for a fact you’ve already pulled this move...

MONELLIS Sourdough Gourmet Pizza Review from 21/12024, 13:30, table for two by a window for me and my partner.

Where to begin, it's a small family owned restaurant so you know it's good unlike all these big chains, there's no reservations it is walk in, first come first served.

Staff: They were super friendly and had a beautiful smile on their faces the moment i opened the door up to the moment I left, we felt like we was at home.

Food: Let me tell you something folks this is family that perfected how to to make the perfect pizza over one hundred years ago. Firstly I'd like to point out I've been to almost every Italian and pizza place in the south east of England. I've spent loads of time all over Italy and tried hundreds of different pizza places over there. Until today a little restaurant in Florence had ranked first on my list for best pizza I've ever tried, today that changed and became the second.

The best pizza I've ever tried and I didn't even have to leave my home town.

Base: sourdough 5 day old fermentation for that extra rich flavour and blend, it was crisp and had a nice chew to it which was so good my jaw wasn't aching after.

Sauce: PERFECTION PEOPLE, if you go here and tell me you didn't like the sauce I would assume you have no taste in anything and should stick to beans on toast.

The sauce was good not sweet like most places that ruin it with sugar and not acidic either it was perfect and with the mix of mozzarella just fit like a glove. The topping to go with mine was parma ham, it was perfectly cured and it was put on my pizza after it came out the oven, unlike so many places that put it in the oven with the pizza and burn it.

Portions: the size was a big pizza but the filling of it was perfect i was walking back to the car satisfied that I wasn't hungry but not full up to the point I want to unbutton my trousers.

Price: The price for it was reasonable you pay for quality and quality is what was served.

Location is right up George Street, this is a perfect location as its within walking distance of town and in the old town where there are loads of beautiful shops to visit along your travels, it's always nice a lively with a peaceful presence up Goerge Street and perfect place to stop for a quick bite or dinner if you are along Goerge street visiting or as a tourist.

100/10 will definitely...